Bizzo Casino - Player’s bonus winnings have been voided.

I made a deposit at bizzo cazino 100 euros to get a bonus of 50 they didn't put it in, I made a deposit but 50 and then after I lost it they put me the 50. of the bonus. I played normally with their terms and reached the amount of 2000 euros, then I made a purchase bonus something that I didn't know was prohibited and I reached 4000 euros. The company with this excuse took away all my profits and zeroed out the entire amount. Is this correct???

Dear Dimitrios2013,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated? Could you please specify which exact bonus you have redeemed and played?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I sent you some of the messages we exchanged. The bonus buy the weekly recharge every Thursday and it is 50% of the deposit amount. I read the b9nis terms I did not exceed the maximum bet of 5 euros until I got to winning 2000 euros along the way then I bought bonus something that is prohibited,,and I didn't know it. Is it right to confiscate all profits legal and illegal against them ???

Thank you, Dimitrios2013, for the forwarded screenshots. Have you received your game history from the casino, please?

Yes, I asked for a part of it. I think they shouldn't have reset me the whole amount,....shame, I didn't see that it is forbidden to buy games and I repeat the initial winnings which were 2000 euros gained with normal betting. And one more thing I asked them to inform the provider about the cancellation of the profit and they refused me, saying to do it myself, funny and tragic things.

Could you please forward your game history to petronela.k@casino.guru? Thank you.

Thank you, Dimitrios2013, for the forwarded game history. Unfortunately, I found multiple greater bets than the allowed ones while your bonus was still active.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Yes understood, I just wanted you to tell me if they correctly took away all my winnings legally and illegally. Because the 2000 euros were definitely from regular bets. Thank you very much for your effort anyway and your interest.

I wish I could be of more help but sadly, the reason behind the confiscation of your winnings is valid.

I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.